Process Trainer

Our Purpose and Challenges

With over 47% market-share, MakeMyTrip is India’s first and biggest travel company. In fact, one in every four passengers at an airport is our customer. Driven by the desire to provide an exceptional travel experience for our customers, we have continuously stayed ahead of the curve by developing technology and products to meet the ever-changing demands of the rapidly evolving travel ecosystem.

Ever had an adrenaline rush? What if you could get that feeling of adventure, excitement, fun and growth, Every. Single. Day? That is the Go-Tripper way! Fuelled with passion for travel and zest for excellence, every day we help create millions of memories for our customers, Come, be a part of this dynamic organization and explore a whole new world, literally!

About the opportunity

What you’ll be doing:

You would be responsible for leading a team of trainers across multiple lines of businesses ranging from Air, Hotels, Ground Transport, Fulfillment, Black/Double Black, B2B and Experiences businesses and ensure requisite right skilling, grooming, performance management for all of them

With the aforementioned team, you would be responsible for driving performance across key Training oriented metrics such as CSAT, AHT, Escalations, Productivity.

You will drive performance in a decentralized environment with partners spread across multiple locations

You will monitor performance of each trainer as well as every new hire batch via effective implementation of a structured monitoring methodology

You will draw up individual as well as partner level training and development plans aimed at enhancing performance & delivery of trainers, supervisors and agents alike

Training programs shall encompass New Hire, On the Job as well as Refresher training on Product, Process, Tools, new programs/launches, supplier updates and ad-hoc on-the-fly requirements Training programs shall encompass New Hire, On the Job as well as Refresher training on Product, Process, Tools, new programs/launches, supplier updates and ad-hoc on-the-fly requirements

Monitor agent progress with constant checks between training to OJT to operations’ floor and ensure KRAs across the board are met via on-going training interventions, coaching and feedback

Coordinate transition of trainees from training to work environment while ensuring requisite hand-holding during nesting period and demonstration of requisite competencies

Drive continuous improvement in the learning curriculum through structured review of existing content and enhancing the same with updated/new training content/plotter

Enhance learning environment via incorporation of new methodologies, best practices and extensive automation on the LMS front

Ensure availability of standardized content for Assessments across levels/hierarchy and review & edit the same on an ongoing basis

Generate TNI / TNA by liaising with various teams such as CD, Operations, Project Management, Process Excellence, Product and other stakeholders in the organization

Design refreshers based on needs generated through TNI/TNA

Update dissemination on a need basis for new hires & production agents as well as managing/supervising all processes across partner locations

Ownership of DSAT/Escalations/AHT/Detractors due to agents or supervisors errors due to training deficiency

Take ownership of TAT & repeat calls of agents and supervisors

What you’ll bring to the team:

Experience in handling Social Media for the Company Page

Content Creation experience

LMS creation and maintenance experience

Vendor Management

Team Management Skills

Performance Management Skills

New Hire Training Skills

Prior experience in product training in specific verticals

Excellent Written and Verbal Communication

Good Interpersonal skills .

Interview Process & Prep Notes

Level 1

Functional/Technical Assessment

In this round, we would like to assess you on the functional/ technical requirements of the role. The same could be through a telephonic conversation or a face to face meeting and may include written or online assessments usually to check aptitude

Level 2

Understanding Past Experience

In this round, we would like to understand the impact you have created in your previous roles and also understand the depth of your domain knowledge

Level 3

Understanding Personality

In this round we would like to understand your personality and culture fitment into the organization . Be yourself. It works out better for everyone if we're genuine and can see if we're a culture and value fit for each other

Leadership

Jasmeet has been working in online travel industry for the past 18 years. He comes with knowledge and hands on experience in management, fostering successful client relationships, professionalism and team work. He is especially skilled at executing a winning strategy that set forth goals, objectives, strategies, tactics and the proper measurement tools.

Anup Sharma

Vice President / Head Customer Operations, CCG Support & Fullfillment

An accomplished and seasoned Operations & Sales leader with multifaceted experience of over 15 years in leading large contact center operations, driving business growth, enhancing customer experience and building world class capabilities for the organization via process excellence, strategic planning, technological breakthroughs and cost optimization.

Divya Mathur

Vice President - Customer Experience

Divya comes with a stunning 18 years of experience in customer relationship and management. She has an expereince of leading large diverse teams efficiently

Rajnish Vedi

Director & Lead - Customer Service - Flights & Fulfillment

Rajnish Vedi is the Director & Lead for Customer Service. He comes with over 16 years of experience across different domains. He has been associated with Make My Trip since 2011. He has grown in the organization from Head of Customer service fulfillment to Director.

Abhilash Joseph

Lead - Account Management & Planning, MakeMyTrip India Pvt. Ltd.

Abhilash comes with an experience of over 14 years. He has been wth make my trip since 2011 and is currently spearheading Account Management and Planning. His skills include his ability to understand organizations’ financial planning and analysis and thereby develop and deploy Automation for Increase in NPS, Customer Satisfaction Scores and Customer Retain-ability.

Download and get set to jet to a new location

Call us selfish - but we really appreciate people who book travel on MakeMyTrip. This will give us a lot to talk about during our meeting. Book travel here and will also get to learn a lot from the comments and ratings, what is working and where can we improve and be better. Feel free to ask us questions! We will be happy to answer anything.